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Ligaya T. — Senior Customer Service Specialist from Philippines

Ligaya T.

Senior Customer Service Specialist

Philippines 3-6 years
Open to offersNew to Platform
Languages
English
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About

Ligaya A. is a seasoned customer service professional based in Cebu, Philippines, with over 10 years of progressive experience in the BPO industry. She specializes in direct sales operations, both inbound and outbound, and has a proven track record working with UK and US-based clients. Her expertise lies in lead generation, appointment setting, and account management, using tools like Salesforce, HubSpot, and Zoho CRM. As a Senior Frontline Support Representative at XtendOps for HelloFresh, she ensures quality service and compliance while supporting junior agents and handling complex escalations. She also gained financial advisory experience at Multitude Bank UK, where she evaluated creditworthiness and managed loan applications. Ligaya's foundation includes roles in healthcare, money remittance, and retail with companies like Wipro and WorldRemit, leveraging her skills in customer service and technical support. Her educational background in Secondary Education and Nursing further enhances her adaptability in a remote work environment.

Experience

  • Senior Frontline Support Representative

    XtendOps – HelloFresh · 2024 — Present
    Monitored customer interactions to guarantee quality service and adherence to company standards. Provided guidance and mentorship to junior agents while aiding in initiatives for process improvement to boost customer service efficiency. Addressed escalations and complex customer issues that necessitated advanced problem-solving.

  • Financial Advisor

    Multitude Bank UK · 2022 — 2024
    Reviewed loan requests and assessed clients' financial statuses alongside evaluating creditworthiness and associated risks. Contacted clients to collect necessary financial data and documentation, analyzed risks, and either approved or rejected loan applications. Established payment plans and kept loan application records up to date while following up with clients on loan renewals.

  • Customer Care Associate

    Wipro Philippines · 2021 — 2022
    Handled interactions with insured members, responding to billing inquiries and ensuring that issues were resolved in a timely and comprehensive manner. Assisted an average of 45-55 callers daily and promoted quality documentation practices. Acted as a QA Reliever, conducting QA talks, audits, and coaching sessions for multiple teams.

  • Customer Service Executive

    WorldRemit · 2018 — 2019
    Provided customer service in a money remittance context, addressing inquiries and issues from clients.

  • Customer Care Specialist

    Concentrix · 2016 — 2017
    Delivered customer care services within a retail account, focusing on Amazon clients.

  • Technical Support Professional II

    Convergys Cebu · 2013 — 2016
    Offered technical support services specifically within the DSL broadband sector.

  • Customer Service Representative

    Shima Inc. · 2012 — 2013
    Supported sales and lead generation efforts through customer service interactions.

  • Network Sales Supervisor

    MSY Holdings Corporation · 2011 — 2011
    Supervised network sales operations.

Skills & Expertise

Customer Service and Admin SupportRunwayCustomer ServiceSalesAccount ManagementComputer Vision Engineer

Education

  • BS Secondary Education
    Southwestern University
  • BS Nursing
    University of San Carlos